Guest Experience Lead

Thuma • Los Angeles, CA

3d • Onsite

About The Position

The Guest Experience Lead is a hands-on retail leader responsible for delivering an exceptional Guest experience while driving sales performance and supporting daily store operations. This role serves as a lead presence on the sales floor, coaching associates through real-time selling opportunities, fostering a hospitality-driven environment, and helping the team achieve store goals. The Guest Experience Lead partners closely with the Store Manager to maintain a high-performing showroom, support team development, and ensure operational standards are executed consistently. Ideal candidates are relationship builders who lead by example, excel at creating meaningful Guest connections, and thrive in a fast-paced retail environment.

Requirements

• 2–4+ years of retail sales leadership experience in premium retail, showroom, hospitality, or customer-centric environments.
• Proven ability to drive sales results, influence team performance, and deliver exceptional Guest experiences.
• Strong coaching, communication, and interpersonal skills, with the ability to lead by example and develop others.
• Excellent organizational skills, attention to detail, and ability to effectively manage multiple priorities in a fast-paced environment.
• Experience using retail technology platforms such as Shopify, Netsuite, Gladly, or similar systems.
• Passion for design, hospitality, and creating exceptional Guest experiences.
• Experience serving as a keyholder, sales lead, or floor leader.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, and lift/move merchandise up to 50 lbs.

Nice To Haves

• Experience in furniture, home, lifestyle, luxury, or design-focused retail environments.

Responsibilities

• Deliver a premium, hospitality-driven Guest experience by building meaningful relationships, resolving concerns with professionalism and empathy, and identifying opportunities to elevate service and conversion.
• Drive sales performance through active selling, product expertise, client engagement, and consistent execution of individual and store goals.
• Lead by example on the sales floor, providing real-time coaching, reinforcing selling behaviors and service standards, and supporting the onboarding and development of new team members.
• Foster a positive, collaborative, and accountable team culture that reflects Thuma's values and commitment to exceptional Guest experiences.
• Support operational excellence through execution of opening and closing procedures, inventory and replenishment activities, merchandising standards, and maintaining an organized and visually compelling showroom environment.
• Ensure compliance with company policies, operational procedures, and brand standards while partnering with store leadership to drive overall store performance.

Benefits

• Participation in our 401(k) program with company matching up to 6% of your contributions.
• Comprehensive medical, dental, and vision coverage with generous employer contributions.
• 100% paid parental leave.
• Company-sponsored One Medical and WellHub memberships.
• Select paid holidays, including key company closure days.
• Holiday pay when working on designated holidays.
• 40% off almost all Thuma products.
• A complimentary product credit upon joining, valued at up to $3,000.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed